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Purpose: Contemporary management seeks ways to foster competitiveness and to enhance organizational development. This can often be achieved by carrying out activities that identify and monitor stakeholder expectations and requirements. This article aims to show the importance of stakeholders in the improvement of quality in an organization. Design/methodology/approach: The multi-faced and multi-dimensional...
Purpose: The effectiveness of the NDT tests is to identify the incompatibility of the products without their destruction, but NDT tests do not point out the root of incompatibility. The aim of the study was to identify the incompatibility in the product (the mechanical sealer) using the fluorescent method (FPI) and to identify the root of this incompatibility using quality management techniques (5W2H...
Purpose: The aim of the research was to identify problems and develop a way to improve the communication process between partners in the logistics process. Design/methodology/approach: By analysing complaints and interviewing employees, the most important problems in the process were identified. Thanks to the 5 Whys analysis, the root causes of the problems were then identified. Understanding the...
Purpose: The aim of the paper was to measure the quality of customer service from the perspective of the personnel of the chosen service company using the Servqual method. The scope of the paper concerns the quality of customer service from the perspective of a group of employees hired by the company where the satisfaction research was conducted in part I of the paper. Design/methodology/approach:...
Purpose: The primary purpose of the paper is to present the authors' own model of a temperature controlled warehouse management model. The detailed objectives of the paper is to review literature and normative acts on the subject matter and to develope a warehouse scheme as a system which provides the basis for modelling. Design/methodology/approach: Qualitative methods of input data collection were...
Purpose: The aim of the paper is to present the usefulness of the Servqual method in improving the customer service quality in terms of identification of the deficiencies in the process of providing the service. Design/methodology/approach: The Servqual method has been used in the research and it helped evaluating the level of customer expectations.The evaluation was based on separate criteria which...
Purpose: The aim of the study is to conceptualize the construct of an organizational quality culture and to present the instruments of its research. Design/methodology/approach: The purpose execution is based on a critical literature review. Findings: The organizational quality culture was defined as one of the types of organizational cultures of enterprises operating in the conditions of knowledge-based...
Purpose: The purpose of this article is determine the level of medical services quality provided by medical clinics during the COVID-19 pandemic. Design/methodology/approach: The research was based on analyzing the results of a survey conducted among patients of Silesian clinics. First, a survey sheet was designed using the SERVQUAL model. The next step was to conduct a study in clinics in Silesia...
Purpose: The main aim of this paper is to show how the new, especially the current development in infrastructure in the urban setup, in this case, the capital city of Kenya, Nairobi, improves the movement within the city. Furthermore, it also examines the various ways in which these new infrastructures have improved or improved the quality of life of the city residents. Design/methodology/approach:...
Purpose: The purpose of the study was to show the importance of measuring the effects of the execution of personnel processes within the framework of personnel function management in manufacturing enterprises. Design/methodology/approach: The development of the article required a critical analysis of the literature on the subject. A literature study of scientific publications, a survey, and face-to...
Purpose: The study provides a concise overview of the CSR concept in the literature regarding two market’s aspects - quality and marketing. The aim of the study is to analyse to what extent a CSR maps to crisis management phases. Design/methodology/approach: The article entails a literature review of 352 articles published in the years 2006-2021 supported by machine learning. Findings: 15 thematic...
Purpose: The purpose of the article is to present results of pilot studies from survey research of small and medium enterprises (SMEs) from the electromechanical industry of the countries of the Visegrad Group, i.e.: Poland, the Czech Republic, Slovakia, and Hungary. Design/methodology/approach: As subject of research selected SMEs from electromechanical industry. Survey research was quantitative...
Purpose: The idea of the study is to understand fluctuation in quality management depending on organizational context. The primary purpose of this article is to analyze changes in quality management in four countries grouped in V4 (The Visegrad Group) in the prism of macroeconomic crises, over the last five years. The following research question was formulated: What influences market saturation with...
Purpose: Improving the quality of medical services is one of the key focus areas of hospital management. The search for opportunities for improvement, addressing real problems and meeting the needs of customers becomes particularly important in the face of such challenges as technological, especially the development of digitization and e-medicine, demographic changes, including, among others, aging...
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